Executives need to see customer experience scores regularly and use these in the mix of performance metrics to run the business. They specifically looks for evidence of issues and resolution. They pay close attention to the trends in customer loyalty and customer commitments to returning and spending more. For Executives to engage with the customer intelligence you provide, you must first earn their mindshare. Here’s how:
- Make the case – Show them the impact on the business, and you will gain their attention. Their job is all about performance, so they need to see that the opportunity you present helps them achieve those goals.
- Be straight and clear – Avoid any customer intelligence jargon and keep what you describe in terms that are straightforward and logical.
- Use connections to make it more relevant – Try to connect what you propose into other aspects of the Executive’s job. It will be most relevant if they see the metric as part of what they already hear in quarterly business reviews.